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Job summary

The Product Owner is responsible for the technical delivery and evolution of CRM and marketing automation capabilities, including designing complex customer journeys and workflows. They will partner with stakeholders to translate business needs into technical requirements and manage the CRM technology product backlog.

Job details

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements. Why WestJet: Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success. Join us, this is where your career story takes off. Overview of Role: The Guest Retention & Engagement team oversees email, website, mobile app and other owned channel content marketing for WestJet. Why is this important? This role is the electronic messaging voice of WestJet. It represents our brand in millions of direct interactions with guests. These interactions can be everything from enticing promotional offers that start guests dreaming about their next tropical getaway, to providing them critical information about their upcoming travels or Rewards membership. The Intermediate Product Owner, CRM & Marketing Automation is responsible for the technical delivery and ongoing evolution of WestJet's CRM and marketing automation capabilities. This role works at the intersection of Marketing, Technology, Data and Customer Experience, translating business needs into technical solutions that enable personalized, automated and scalable customer communications. The role has a strong focus on customer journey orchestration, workflow development, data and platform capabilities. The Product Owner will work closely with CRM Strategists and business stakeholders to understand desired customer experiences, then define and prioritize the technical requirements needed to bring those experiences to life. Reporting to the Manager, CRM Ops and Enablement, you will own and support the development of CRM capabilities within WestJet's Martech ecosystem. This includes designing and building workflows and customer journeys, defining business and technical requirements, supporting platform enhancements, coordinating testing and releases, and working with Technology and vendor partners to resolve issues and deliver new capabilities. The successful candidate combines product ownership, technical problem solving and CRM expertise, with an understanding of how customer data, marketing technology and journey orchestration can work together to deliver better guest experiences. Key Deliverables Include: Own the technical development and delivery of CRM customer journeys, workflows and automated communications across email, push, and other owned channels. Partner with CRM Strategists and business stakeholders to translate customer experience and marketing requirements into technical requirements, journey designs and workflow solutions. Design and build complex workflows using Marketing Automation and Journey Orchestration technology, including triggers, audience criteria, decision logic, personalization and communication rules. Manage and prioritize the CRM technology product backlog, balancing business priorities, technical dependencies, platform enhancements and operational requirements. Identify opportunities to move from manual, campaign based execution toward automated, reusable and always on customer journeys. Define data requirements and work with Data and Technology teams to enable new customer attributes, events, audiences, integrations and real-time triggers. Coordinate technical development, QA, UAT and deployment of new CRM capabilities and customer journeys. Troubleshoot complex issues involving workflow configuration, customer data, segmentation, personalization, integrations and marketing automation platforms. Work with Technology teams, vendors and platform partners to investigate and resolve technical issues and implement new functionality. Develop and maintain technical documentation, including requirements, workflow logic, journey architecture, business rules and operational processes. Identify opportunities to improve the scalability, reliability and efficiency of the CRM technology ecosystem. Evaluate new Martech capabilities and make recommendations on how they can be leveraged to improve customer experiences and reduce manual effort. Establish and maintain standards, best practices and governance for CRM journey development and marketing automation. Partner with Analytics and CRM teams to ensure journeys are measurable and support effective testing, optimization and performance reporting. Provide technical guidance and support to CRM Strategists and other stakeholders using the Martech ecosystem. Build strong relationships across Marketing, Technology, Data and other business areas, becoming a trusted product and technical partner. Learn – continuously. And help team members and stakeholders learn too! Qualifications & Experience: Education: Education in Marketing or Communications considered an asset. 3–5+ years of experience in CRM, digital marketing, marketing technology, product ownership, marketing automation or a related discipline. Technical skills: Hands on experience with an enterprise Marketing Automation or Journey Orchestration platform, preferably Adobe Campaign, Adobe Journey Optimizer, Salesforce Marketing Cloud, or similar. Experience designing and implementing customer journeys, automated communications and marketing workflows. Business Acumen: Excellent communication and interpersonal skills with the capability of establishing respect and credibility through actions. The ability to work on multiple projects, meet deadlines and work well under pressure. Ability to work independently with minimal direction, while also functioning and contributing as part of a team. Proactive, energetic personality with an inquiring mind that can also work under tight deadlines. Fun: at WestJet we pride ourselves on our fun and friendly customer focus. We take our jobs seriously, but not ourselves. The benefits of being a WestJetter: WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer: A fun and friendly culture with colleagues who work together to win Travel privileges for you and your family, effective from your start date Savings and Benefit programs that are flexible to meet your specific needs Think we’re a great fit? Apply now! About WestJet Group of Companies WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians. Our safety promise At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy. Our commitment to diversity, equity and inclusion We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com. We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us. For more information about everything WestJet, please westjet.com/aboutus. If you wish to withdraw your application or request that your personal information be deleted, please contact us at talent@westjet.com.

What you’ll do

The Product Owner is responsible for the technical delivery and evolution of CRM and marketing automation capabilities, including designing complex customer journeys and workflows. They will partner with stakeholders to translate business needs into technical requirements and manage the CRM technology product backlog.

Requirements

Candidates should have 3-5+ years of experience in CRM, digital marketing, or marketing technology, with hands-on experience in enterprise marketing automation platforms. Strong technical problem-solving skills and the ability to translate customer experience requirements into technical solutions are essential.

Benefits

• Travel privileges • Savings programs • Benefit programs

Listed skills

• Technical Documentation · Preferred
• Data analysis · Preferred
• Project management · Preferred
• Stakeholder Management · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Product ownership
• CRM
• Marketing automation
• Journey orchestration
• Adobe Campaign
• Adobe Journey Optimizer
• Salesforce Marketing Cloud
• Technical requirements
• Workflow development
• Data analysis
• Customer experience
• Project management
• Technical documentation
• QA testing
• UAT
• Stakeholder management
• Technical Documentation
• Communication
• Performance Reporting
• Governance
• Operations
• Coordinating
• Problem Solving
• Troubleshooting (Problem Solving)
• Workflow Management
• Business Acumen
• Business Requirements
• Marketing
• Customer Relationship Management
• Scrum (Software Development)
• Interpersonal Communications
• Customer Service
• Safety Assurance
• Technical Requirements
• Technology Ecosystems
• Marketing Automation
• Digital Marketing
• Analytics
• Energetic
• Balancing (Ledger/Billing)
• Scalability
• Automation
• Ability To Meet Deadlines
• Business Priorities
• Customer Communications Management
• Acceptance Testing
• Technical Issues
• Technological Change
• Customer Data Management
• MarTech Solutions

Job areas

• Marketing
• Technology
• Data & Analytics
• Customer Service & Support
• Product Owner
• Management and Organization Analysts
• Information Technology Project Managers
• Computer Occupations, All Other